Call Center Planning Analyst 2 / Wells Fargo Dealer Services Full Time

Important Note During the application process, ensure your contact information
(email and phone number) is up to date and upload your current resume when
submitting your application for consideration. To participate in some selection
activities you will need to respond to an invitation. The invitation can be
sent by both email and text message. In order to receive text message
invitations, your profile must include a mobile phone number designated as
‘Personal Cell’ or ‘Cellular’ in the contact information of your application.

At Wells Fargo, we want to satisfy our customers’ financial needs and help them
succeed financially. We’re looking for talented people who will put our
customers at the center of everything we do. Join our diverse and inclusive
team where you’ll feel valued and inspired to contribute your unique skills and
experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It
all begins with you.

Consumer Banking is an industry leader in supporting homeowners and consumers
in addition to operating one of the most extensive banking franchises in the
country. We serve mass market, affluent, and small business customers; as well
as provide home and personal lending. Our focus is on delivering an exceptional
experience for our customers through financial advice and guidance coupled with
providing the products and services that will help them realize their financial
hopes and dreams. We’ve built our team of top professionals by rewarding their
accomplishments and ensuring they have what’s needed to succeed.

The Call Center Planning Analyst 2 will support Dealer Services within Wells
Fargo Dealer Services Default Servicing.

Desired locations

• 2501 S. Price Rd., Chandler, AZ
• 800 S. Jordan Creek Pkwy, West Des Moines, IA
• 1100 Corporate Center Dr., Raleigh, NC
• 6051 N. State Hwy. 161, Irving, TX

Duties may include

• Available shifts(s) 9am-6pm or 10am-7pm CST Monday-Friday with rotational

8am-5pm CST Saturday or Sunday (shift will be assigned and is subject to
change based upon business needs)

• This role will primarily be responsible for workload and call volume

forecasting and scheduling functionalities

• Performs complex data analysis to determine staffing targets, call volume

trends and develop long-term strategies

• Presents recommendations for long-range staffing and volume forecasting

changes based on capacity modeling

• Administers Call Center Workforce Management software
• Performs updates to scheduling database through basic programming
• Compiles and mines data from a variety of business sources
• Facilitates project work, and may lead moderate scope projects or parts

of an enterprise-wide project

• Will perform schedule changes or adjustments and negotiate off-phone

activities and training schedules

• Provides guidance to less experienced specialists and analysts through

mentoring, training and skill-building program development

• Considered the technical expert on the team and will coordinate system

implementations for Workforce Planning software
ATTENTION

• AFTER SUBMITTING YOUR APPLICATION, PLEASE MONITOR YOUR E-MAIL FOR FUTURE

COMMUNICATIONS

• Once your application is received, Wells Fargo will make initial contact

with you via e-mail

• Please ensure your contact information (e-mail address and phone number)

is current in your Wells Fargo Jobs Profile

• If your contact information has changed, please update prior to applying

to this position

• Based on the volume of applications received, this job posting may be

removed prior to the indicated close date. If you do not apply prior to
the closing of this posting, we encourage you to apply for other
opportunities with Wells Fargo.

Required_Qualifications

• 4+ years of experience in call center planning and analysis, workforce

administration and planning, or combination of both

• 2+ years of statistical modeling experience

Desired_Qualifications

• Extensive knowledge and understanding of operations support areas such as

scheduling, staffing, planning, and administration

• Advanced Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access)

skills

• Strong analytical skills with high attention to detail and accuracy
• Excellent verbal, written, and interpersonal communication skills
• Effective organizational, multi tasking, and prioritizing skills
• Ability to work in a fast-paced deadline driven environment
• Ability to interact with all levels of an organization
• Ability to work independently, proactively, innovatively, and creatively

while exercising sound judgment

• Experience in an operations support area that handles scheduling,

staffing, planning, and administration

• Experience with capacity planning, forecasting, process improvement, and

measurements

• Ability to be proactive, innovative and creative in meeting customer and

enterprise needs

• Ability to interact effectively and confidently with senior management
• Ability to work effectively in a virtual team environment
• Ability to work effectively, as well as independently, in a team

environment

• Strong organizational, multi-tasking, and prioritizing skills
• Experience delivering results in a fast-paced, deadline driven

environment

Job Expectations

• Willingness to work on-site at stated location on the job opening
• Ability to work nights, weekends, and/or holidays as needed or scheduled
• Ability to travel up to 10% of the time
• This position requires compliance with all mortgage regulatory

requirements and Wells Fargo’s compliance policies related to these
requirements including acceptable background check investigation results.
Successful candidates must also meet ongoing regulatory requirements
including additional screening and required reporting of certain
incidents.

Salary Information

The salary range displayed below is based on a Full-time 40 hour a week
schedule.

IA-West Des Moines Min $47,500 Mid $62,000
AZ-Chandler Min $47,500 Mid $62,000
NC-Raleigh Min $47,500 Mid $62,000
TX-Irving Min $47,500 Mid $62,000

Street Address

IA-West Des Moines800 S Jordan Creek Pkwy – West Des Moines, IA
AZ-Chandler2501 S Price Rd – Chandler, AZ
NC-Raleigh1100 Corporate Center Dr – Raleigh, NC
TX-Irving6051/6061 N State Hwy 161 – Irving, TX

Disclaimer

All offers for employment with Wells Fargo are contingent upon the candidate
having successfully completed a criminal background check. Wells Fargo will
consider qualified candidates with criminal histories in a manner consistent
with the requirements of applicable local, state and Federal law, including
Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning
service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/
Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Reference Number
-3

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